Create a Selfie Experience
Shep Hyken
by Angelica
1w ago
Here’s an interesting concept. I’ll describe it in the form of a question: Do you create an experience that is so good your customers want to remember it with a photograph?  I started thinking about this as I walked through Times Square in New York City and couldn’t help but notice how many people were taking pictures of themselves with the bright lights, huge signs, and thousands of other people in the background. People wanted to remember the moment, and thanks to the cameras that virtually everyone has today, also known as mobile phones, they can save and cherish moments and share them ..read more
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Amazing Business Radio: Paulo Almeida
Shep Hyken
by shephyken
2w ago
Faster Service Without Sacrificing Satisfaction                                         Delivering Personalized Support with Technology Shep Hyken interviews Paulo Almeida, CEO & Co-Founder of Clientscape, a company that helps support agents seamlessly manage customer interactions across multiple channels. He talks about how companies can adapt to changing customer expectations by leveraging d ..read more
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5 Top Customer Service Articles of the Week 1-23-2023
Shep Hyken
by shephyken
2w ago
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 13 ways to retain existing loyal clients—no matter what the market climate by Fast Company Executive Board (Fast Company) Reassuring your customer base that you value their business and want them to succeed—whether they’re up or down—is what really matters and builds better partnerships. My Comment: The last three years have proven to be interesting, if not scary times. F ..read more
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Don’t Just Personalize the Customer’s Experience – Individualize it 
Shep Hyken
by shephyken
2w ago
Recently I wrote my annual Forbes article featuring customer service and CX predictions and trends for 2023. No. 4 on the list was Personalization Gets More Personal. The best marketers have realized that personalization is a way to get closer to the customer – or at least make it appear to be so. In our customer experience research (sponsored by Amazon), 74% of customers we surveyed said a personalized experience is important.  Let’s start by looking at what the “experts” refer to as personalization. The simple way to explain it is that customers are segmented into several groups, known ..read more
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Amazing Business Radio: Keith Meier
Shep Hyken
by shephyken
2w ago
Is Technology Taking Over Customer Service? How Customer Experience Drives Business Growth Shep Hyken interviews Keith Meier, Chief Operating Officer at Assurant, Inc., an organization that works with companies that manufacture, sell, or finance their customers’ major purchases. He shares how providing customers with a great experience in every support channel they use is crucial to business growth.     Top Takeaways: Customers want digital self-service options for transactional or routine issues and services. But for more challenging concerns, most customers still prefer t ..read more
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5 Top Customer Service Articles of the Week 1-16-2023
Shep Hyken
by shephyken
3w ago
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 10 Ways to Boost Customer Satisfaction by G. Tomas M. Hult and Forrest Morgeson (Harvard Business Publishing) Customer satisfaction is at its lowest point in the past two decades. Companies must focus on 10 areas of the customer experience to improve satisfaction without sacrificing revenue. The authors base their findings on research at the ACSI — analyzing millions of c ..read more
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Guest Post: How Can You Make Sure That Your Customers Feel Heard?
Shep Hyken
by shephyken
3w ago
This week, we feature an article by Kathleen White, an independent business analyst for several small businesses. She writes about letting your customers know that they are important to you and your business by making sure that they feel heard. Running your own business can be amazing – you can control your own working hours and make all of the important decisions, but ultimately you are responsible for the success of the business. A business can’t exist without customers of some kind, and whether you provide services or sell products, it’s really important to ensure that your customers feel h ..read more
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Three Ways to Create an Employee Experience that Creates a Better Customer Experience
Shep Hyken
by shephyken
3w ago
Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). With the employment issues of the past two years, EX is as important, maybe even more so, than CX. You can’t have a consistent and predictable CX without an EX to support it.   Most businesses today use technology to meet their customers’ needs. This comes in the form of streamlining processes, self-service customer support solutions and more ..read more
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5 Top Customer Service Articles of the Week 1-9-2023
Shep Hyken
by shephyken
1M ago
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Experience Predictions for 2023 by Dan Gingiss (Dan Gingiss) It’s a new year, so why not start it off right with some powerful customer experience predictions from the world’s foremost experts? My Comment: This week’s Top Five roundup will include articles with LOTS of content in the form of lists. If I did my addition correctly, there should be 115 ideas, trends ..read more
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Top Ten Customer Service and Customer Experience Predictions for 2023
Shep Hyken
by shephyken
1M ago
Happy New Year! We have an exciting year ahead of us. So much has changed in just the past three years. And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. I don’t often repeat content, but I’m going to share those predictions and trends here, in a revised and shorter format. Here we go:  Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction. Regardless of the type of business you’re i ..read more
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